Customer service that’s anything BUT standard

When is the last time you saw Vegemite at a hotel in North America … or had a Popsicle delivered to you poolside—by a white-gloved attendant, no less?

You won’t find these amenities at your average hotel. Then again, the Magic Castle Hotel is anything but.

In 2003, Magic Castle Hotel was far from being a service oriented company. It had a great location but wasn't operating anywhere near its potential.

As the hotel’s new GM, Darren Ross wanted to provide a stay that was as memorable as it was comfortable.  Complimentary amenities such as the Popsicle hotline, laundry service and unlimited snack bar made guests feel at home. And special touches—like Vegemite tubes (Australia’s favorite spread) for a guest from Down Under, left them feeling appreciated and ready to come back.

Today people use words like “upbeat”, “outstanding” and “fantastic” to describe their stay. The hotel and staff have become part of their L.A. experience. And the hotel enjoys a steady stream of return customers and above average occupancy rates, without spending a dime on advertising.  

FOR PROOF, CHECK OUT THE LIST OF AWARDS:

2011 and 2014 “Stars of the Industry” award for Best Guest Relations, California Hotel & Lodging Association

2015 “Stars of the Industry Award” for Best Guest Relations for a Small Property, American Hotel & Lodging Association

Trip Advisor Certificate of Excellence: 2009-2014

Higher Occupancy and average daily rates  year over year

#1 on Tripadvisor in all of los angeles for two years running and top 5 for 10 years

$0 dollars spent on advertising

LOW COST,
BIG REWARDS

The unique, unexpected—and most importantly—memorable Popsicle hotline is an example of a low cost idea that had big rewards. It was a small thing that delighted every guest. They remembered it, they told their friends about it, and they thought of it when they were ready to book their next hotel stay in L.A.